Director of Technical Services

Struers • Westlake, OH

2d • Hybrid

About The Position

Struers, the world’s leading manufacturer of material-testing equipment and consumables, is seeking a Director of Technical Services to lead service operations across the United States and Canada. This role is responsible for managing both in-house and field service teams while delivering best-in-class customer support and driving continuous improvement across the service organization. The Director of Technical Services is responsible for overseeing all service-related activities, ensuring operational efficiency, profitability, and high levels of customer satisfaction. This role leads a team of service professionals, develops strategic initiatives to grow service revenue, and collaborates with customers, vendors, and internal stakeholders across all levels of the organization. The role plays a critical part in shaping service strategy, improving product performance through data analysis, and supporting global service initiatives. The ideal candidate is a strong leader with a technical background, business acumen, and a passion for developing high-performing teams.

Requirements

• Previous service management experience required
• Bachelor’s degree preferred or Associate degree in Electrical Engineering (minimum)
• Prior hands-on field service engineering experience preferred
• Experience with ERP or CRM service systems
• Experience with ISO/ASTM standards and compliance environments preferred
• Ability and willingness to travel overnight domestically and internationally
• Strong leadership skills with the ability to build and motivate high-performing teams
• Business acumen with a clear understanding of service operations and impact on profitability
• Global mindset with the ability to collaborate across regions and cultures
• Analytical and structured problem-solving approach
• Highly organized with strong prioritization skills
• Technical knowledge of electronics, pneumatics, hydraulics, and mechanical systems
• Excellent written and verbal communication skills
• Strong IT proficiency including ERP systems and Microsoft Office (Excel, PowerPoint, Word, Outlook)

Responsibilities

• Develop and execute a service business plan aligned with corporate objectives, including growth, profitability, efficiency, and customer satisfaction
• Lead, manage, and develop a team of service professionals across in-house and field service functions
• Establish and maintain processes that ensure efficient operations and best-in-class customer response
• Serve as the primary liaison between customers and the organization for service-related issues
• Implement continuous training programs and foster a knowledge-sharing culture within the service team
• Analyze service and product data to identify trends, drive improvements, and support product development
• Collaborate with global teams to develop and implement service best practices
• Participate in the implementation and optimization of ERP/service management systems
• Ensure compliance with applicable standards (UL, CSA) and manage calibration processes of testing equipment (ISO 17025)
• Identify opportunities to grow the service business and enhance customer experience
• Participate as a Service Matrix Team Member in global meetings and initiatives

Benefits

• Competitive compensation
• Comprehensive benefits package including 401(k) with company match and immediate vesting, medical insurance, critical illness coverage, short- and long-term disability, pet insurance, and more
• 15 days of vacation annually, plus sick time, volunteer time, floating holidays, and a birthday holiday

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree